Frequently asked questions

Are you an ethical vegan company?

Clemie's Vegan Cakes is a 100% vegan bakery, owned and run by vegans. No animal products are allowed in our kitchen. We are registered with The Vegan Traders Union and Vegan Founded. We also strive to only use eco-friendly packaging and all of our boxes, cake cups, packing fill and clear bags are all biodegradable. Our aim is to limit the amount of food waste created, so we only bake as much is needed. If we do end up with left over cakes we always try to pass them on to our stockists, charities, family and friends - don't worry, they will be eaten!



Are you a registered food business?

We are registered with Ashfield County Council and have the maximum 5 star food hygiene rating. Please be assured that all of our bakes are made to the highest standards, using quality ingredients. If you are not happy with your bake then please contact us as soon as possible.



Allergen Information

Please note that we use the following allergens in our kitchen; wheat gluten, soya, nuts, peanuts, sesame seeds, mustard seeds and sulphur dioxide. We can make some of our products without these ingredients on request. If you require a free-from bake then please contact us to discuss your request. We offer many gluten free options and have a seperate gluten free baking area.



How far in advance do I need to order?

There are only so many orders we can take and our diary can fill up quickly. It is never to early to book your cake! Please try to give us at least two weeks notice for a custom cake. If you need something sooner then please contact us and we will do our best to accomodate your order.



Feedback and complaints

We try our best to always provide excellent service and a high standard or products and we would love to hear your feedback. Please email hello@clemievegancake.com or leave us a Google or Facebook review. If you are unhappy with our service or products, please contact us at hello@clemievegancake.com and we will do our best to resolve any issues. Because our products are edible we cannot offer returns or refunds.



What is your Privacy Policy?

Privacy Policy What type of information do you collect? We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. How do you collect information? When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only. Why do you collect such personal information? We collect such Non-personal and Personal Information for the following purposes: To provide and operate the Services; To provide our Users with ongoing customer assistance and technical support; To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages; To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; To comply with any applicable laws and regulations. How do you store, use, share and disclose your site visitors' personal information? Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. How do you communicate with your site visitors? We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. How do you use cookies and other tracking tools? Click here to view which cookies are stored on your site visitors' computer. How can your site visitors withdraw their consent? If you don’t want us to process your data anymore, please contact us at hello@clemievegancake.com or send us mail to: Clemie’s Vegan Cakes, 55a Watnall Road, Hucknall, NG15 7JQ Privacy policy updates We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. Questions and your contact information If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at hello@clemievegancake.com or send us mail to: Clemie’s Vegan Cakes, 55a Watnall Road, Hucknall, NG15 7JQ



Transporting and storing your cake

Your treat/s will come packaged appropriately for their shape and size. Please note that all of our packaging is made from plants and can be recycled/ composted. We do not use plastic packaging.

When transporting your treat/s please place on a flat surface. In a car boot or flat footwell is ideal! If you place your treat/s on an uneven car seat your treat/s may slide off or decorations may slip during transit.

Most treats need to be kept in a cool, dry place i.e. on a kitchen worktop and are best eaten within three to four days. Cakes with fresh florals or foliage decorations are best kept refrigerated to keep the flowers looking fresh. All of our treats are suitable for freezing for up to one month. Just keep them in their cardboard box or wrap up before placing in the freezer. Allow to defrost fully before eating.



Deliveries and collections

Collections can be made via appointment Tuesdays - Fridays and during opening hours 10.30 - 5pm when our shop is open on Saturdays. For local deliveries of fragile items (e.g. birthday cakes) we use the courier V Delivery, a local vegan delivery service. We will do our best to deliver within your preferred delivery time slot, however both ourselves, Clemie's Vegan Cakes, and V Delivery are a very small business and sometimes we may have restrictions on delivery times due to other commitments or events out of our control (e.g. traffic or weather etc.). We will do our best to keep you updated so you know when to expect your order. Postal items are sent via Hermes Next Day and should arrive within 1-2 days. You will receive a tracking email once your item has been dispached.



Terms & Conditions

Deposits and payments

When placing celebration orders with us a 50% deposit is required. The final payment is due no less than 24 hours before delivery, or on collection. For wedding cake orders we require a £100 deposit. The final payment is due no less than one month before the wedding date.

All deposits are non refundable, but may be transferred with our discretion and subject to availability. If a deposit or final payment is not received a reminder may be sent. If no further payment is received we will cancel the order.

Food allergies

We are a completely vegan bakery so we do not use any animal products within our premises. However we do use some ‘accidently vegan’ products which do not contain any animal products, but have a ‘may contain traces’ warning due to their manufacturing methods.

The following allergens are used in our kitchen and therefore your bake may contain traces; gluten, soya, nuts, peanuts, sulphur dioxide and sesame seeds

We do have a separate gluten free work table with separate utensils etc. so we are happy to provide gluten free bakes on request.

All food allergies, intolerances and dietary requirements must be specified on your order form. For further information of any of our ingredients, please contact us at hello@clemievegancake.com . Please note that some food colourings may have an adverse effect on the behaviour of children.

Deliveries and collection

Information on deliveries is available on the ‘Delivery & Collection’ page of our website. Delivery charges will be explained at the time of ordering and our delivery areas are also listed on our website.

Please note that large cakes and fragile items cannot be posted and are for collection or local delivery only. Collections are from our shop, 55a Watnall Road, Hucknall, Nottingham. NG15 7JQ. There is no charge for collection.

Acceptance on collection or delivery

The customer will be asked to sign on receiving the cake. The signing sheet will state the following:

I confirm that this cake has been collected / delivered (delete as applicable) in good and undamaged condition. No responsibility can be taken by Clemie’s Vegan Cakes for any subsequent damage once the cake has been handed over to the customer or venue. Clemie’s Vegan Cakes will not be liable should the customer believe there are any problems with the cake once it has been accepted, this includes design, colour etc.

Transporting your cake

Your cake should be placed on a flat surface, in the boot or footwell. DO NOT place your cake on the seat in a car, as these are sloped and you will damage your cake.

Extra care must be taken when driving as elements of your cake will be delicate. Try to keep your driving as steady as possible to avoid sudden changes in speed or direction. Keep your cake out of direct sunlight and keep the car as cool as possible.

We do not take responsible for any damage to cakes being collected and transported by the customer once they have left the care of either our shop staff or delivery driver.

Storage

All cakes and bakes should be kept on a flat surface in a cool and dry place, out of direct sunlight. If your cake has fresh floral decorations, it is recommended that you keep the cake refrigerated until it is needed to keep the flowers looking as fresh as possible. If you are further transporting your cake, it is recommended that you keep the cake refrigerated before travelling with it. As our cakes are buttercream based, this ensures that everything is firmly set.

Our cakes and bakes are best eaten within three to four days. Most of our products can also be frozen for up to one month. Please contact us for more information.

Changing your order

The details on this form are what will be used to make your order. Please ensure that all details are correct, particularly the spelling of names and any allergy information.

If you need to change any of the details with your order, please let us know as soon as possible. We will do our best to accommodate any last minute requests, however changes may not always be possible.

Colours and designs

As all our bakes are handmade there will be some minor variations in appearance. All photos, illustrations and descriptions are for guidance only. Please note that we do not make exact replicas of other cake makers’ designs. However we are happy to take inspiration from other cakes to create you a unique design. We cannot guarantee exact matches of colours, toppers etc. but we will do our best to work with you to meet the requirements of your design.

Photography

We regularly will photograph our cakes and we reserve the right to use any photographs for display or promotion.

Cancellation policy

If the customer cancels the order, your deposit is non-refundable and only transferable subject to our discretion and availability. Payment is still required for any and all expenses already incurred on behalf of the finished product.

For weddings if you cancel within 6 months of the date, 50% or £100 (whichever is greater) of the full payment will be invoiced. If you cancel your wedding cake within one month of your event full payment will be required. This is to cover monies lost as Clemie’s Vegan Cakes will have turned away other business for your order and it is very unlikely we could re-fill the date at such short notice.

In the unlikely event that Clemie’s Vegan Cakes cancels the order, we shall not be liable for any failure to perform where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.

In the event of exceptional circumstances, such as serious illness, Clemie’s Vegan Cakes will give as much notice as possible if we are unable to fulfil your order. We will endeavour to find someone else who can produce your order and will refund you any monies already paid.

In the event that you wish to postpone your order please let us know as soon as possible. Your deposit is only transferable subject to our discretion and availability. New bookings will be subject to any price increases since the original booking was made.

Complaints procedure

All cakes require a signature on delivery / collection, this indicates you are happy with the product received. If you are not happy with your cake please ensure you make this known when accepting your cake. This gives us the opportunity to correct any problems.

We are not responsible for mistakes made by the customer i.e. incorrect / misspelled names or incorrect choice of cake. We always take photographs of the cakes prior to delivery / collection.

​Luckily complaints are extremely rare. If you are complaining regarding your order you must contact us within 24 hours of receiving your order and send us photographic evidence to explain why you are unhappy with the product.

Some complaints may require further investigation and an immediate refund may not always be possible. The cake must have been stored at the correct temperature and in the box we supplied, out of the sun and away from damp conditions or heat.

We do not refund for customers that have simply changed their mind or if the cake has been damaged out of our care.

We do not accept complaints for not liking the taste of our products mainly because individual's tastes are different. We offer a wedding cake tasting service for a small fee, which allows you the opportunity to taste our products should you wish to do so prior to ordering.

THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER. The content of this document is for your general information and use only and is also subject to change.